Latency worse than LTE
Having latency issues worse than LTE and no feedback simce 26 October when I logged a ticket. My latency is above 50ms and spikes to 4000ms and now getting time out on ping tests. How bad can service get here on the south coast
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Replies (2)
MetroFibre Networx's replyOfficial
14 Nov 2023, 08:21Dear Rouan
I apologize for the inconvenience you're facing with your internet service. I understand the frustration that latency and connection issues can cause. After reviewing your case, it's important to note that MetroFibre is your infrastructure provider, responsible for the physical fibre infrastructure, while Vox is your Internet Service Provider (ISP) responsible for the router and internet connection.
Regarding your latency and connection issues, we have confirmed that the physical fibre link to your residence is up and running with optimal readings. Your MetroFibre ONT (Optical Network Terminal) is online and configured for the correct speeds.
However, troubleshooting the router and internet connection falls under the jurisdiction of your ISP, Vox. We, at MetroFibre, do not have access to troubleshoot the router installed by your ISP. I recommend reaching out to Vox directly to address the latency and connection issues you are experiencing.
Nevertheless, we understand the importance of resolving these issues promptly. We are addressing the matter, and our team will be in contact with you via email to assist with further troubleshooting of your physical fibre connection. If we are unable to resolve the speed issues on our end, we will engage with Vox for further troubleshooting and assistance.
Thank you for your patience, and we are committed to ensuring a resolution to improve your experience.
Best Wishes
Marilize
I apologize for the inconvenience you're facing with your internet service. I understand the frustration that latency and connection issues can cause. After reviewing your case, it's important to note that MetroFibre is your infrastructure provider, responsible for the physical fibre infrastructure, while Vox is your Internet Service Provider (ISP) responsible for the router and internet connection.
Regarding your latency and connection issues, we have confirmed that the physical fibre link to your residence is up and running with optimal readings. Your MetroFibre ONT (Optical Network Terminal) is online and configured for the correct speeds.
However, troubleshooting the router and internet connection falls under the jurisdiction of your ISP, Vox. We, at MetroFibre, do not have access to troubleshoot the router installed by your ISP. I recommend reaching out to Vox directly to address the latency and connection issues you are experiencing.
Nevertheless, we understand the importance of resolving these issues promptly. We are addressing the matter, and our team will be in contact with you via email to assist with further troubleshooting of your physical fibre connection. If we are unable to resolve the speed issues on our end, we will engage with Vox for further troubleshooting and assistance.
Thank you for your patience, and we are committed to ensuring a resolution to improve your experience.
Best Wishes
Marilize
MetroFibre Networx's reply14 Nov 2023, 08:21
Official
Dear Rouan
I apologize for the inconvenience you're facing with your internet service. I understand the frustration that latency and connection issues can cause. After reviewing your case, it's important to note that MetroFibre is your infrastructure provider, responsible for the physical fibre infrastructure, while Vox is your Internet Service Provider (ISP) responsible for the router and internet connection.
Regarding your latency and connection issues, we have confirmed that the physical fibre link to your residence is up and running with optimal readings. Your MetroFibre ONT (Optical Network Terminal) is online and configured for the correct speeds.
However, troubleshooting the router and internet connection falls under the jurisdiction of your ISP, Vox. We, at MetroFibre, do not have access to troubleshoot the router installed by your ISP. I recommend reaching out to Vox directly to address the latency and connection issues you are experiencing.
Nevertheless, we understand the importance of resolving these issues promptly. We are addressing the matter, and our team will be in contact with you via email to assist with further troubleshooting of your physical fibre connection. If we are unable to resolve the speed issues on our end, we will engage with Vox for further troubleshooting and assistance.
Thank you for your patience, and we are committed to ensuring a resolution to improve your experience.
Best Wishes
Marilize
I apologize for the inconvenience you're facing with your internet service. I understand the frustration that latency and connection issues can cause. After reviewing your case, it's important to note that MetroFibre is your infrastructure provider, responsible for the physical fibre infrastructure, while Vox is your Internet Service Provider (ISP) responsible for the router and internet connection.
Regarding your latency and connection issues, we have confirmed that the physical fibre link to your residence is up and running with optimal readings. Your MetroFibre ONT (Optical Network Terminal) is online and configured for the correct speeds.
However, troubleshooting the router and internet connection falls under the jurisdiction of your ISP, Vox. We, at MetroFibre, do not have access to troubleshoot the router installed by your ISP. I recommend reaching out to Vox directly to address the latency and connection issues you are experiencing.
Nevertheless, we understand the importance of resolving these issues promptly. We are addressing the matter, and our team will be in contact with you via email to assist with further troubleshooting of your physical fibre connection. If we are unable to resolve the speed issues on our end, we will engage with Vox for further troubleshooting and assistance.
Thank you for your patience, and we are committed to ensuring a resolution to improve your experience.
Best Wishes
Marilize
's updateReviewer Update
14 Nov 2023, 08:37Good morning. I agree that Vox is my ISP however the latency and timeouts is not a VOX issue. I will be sending the screenshots of speedtests, ping tests on the mail. Speeds are not the issue. Its the latency that should be low as my friend get 4ms and I'm sitting on 47-4000ms with timeouts
's update14 Nov 2023, 08:37
Reviewer Update
Good morning. I agree that Vox is my ISP however the latency and timeouts is not a VOX issue. I will be sending the screenshots of speedtests, ping tests on the mail. Speeds are not the issue. Its the latency that should be low as my friend get 4ms and I'm sitting on 47-4000ms with timeouts